Director of Technical Services

The Technical Services Manager is responsible for managing the day to day operations of the Technical Services Group Escalation Team. I also oversee sensitive client issues, provide mentoring and project management across multiple levels of the organization, which requires strong leadership, communication, analytical and analysis skills.
I am responsible for coordinating and managing cross-departmental business unit interactions when resolving complex multi-service issues which includes providing written updates on the issue resolution progress to ADP clients and ADP associates. I facilitate monthly meetings to review key metrics, case trends and general updates with all levels of regional management. I work directly with Development and Product Managers to identify and establish product enhancement and defect priorities. I monitor case load activity and assign work to team members based on associate skill and case complexity.
I ensure that the team meets service level agreement in alignment with ADP service and quality standards. I participate in direct client contact when necessary to ensure that client confidence and client satisfaction remain high. I conduct interviews, performance evaluations, bonus planning, and salary planning for department personnel. I participate in budget planning process, and manage/maintain expenses within department budget. I provide department reports to senior management and participate in decision-making process within the organization. 
I work with the support team, team leads, management, internal and external partners, vendors, and the client's end users at various levels of technical ability and application experience.
I manage a team of associates in the US (in office and home shored) as well as a team in Europe (Prague and Barcelona, and I assist in managing a team in Manila Philippines.

Sr Manager Technical Services

Monitor call center productivity goals by effectively managing call volume & resources among the service team.
Manage all scheduling for the team.
Mentor new associates on product functionality & service techniques.
Analyze and track call volume and makes decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team. 
Provide feedback to team on status. Recognize deficiencies in process and tools, recommend enhancements based upon best practices. 
Assist the Consultants in determining and documenting the scope of one-time projects & the referral of time-consuming and complex projects to the Project Services group. 
Coordinate feedback to the client on proposed solutions & maintain regular communications with the client.
Assist the Consultants in the research & determination of corrective action for client inquiries or issues. 
Escalate issues which may require intervention by the Client Service Manager. 
May perform special projects as determined necessary by the Client Service Manager
Provides input to Consultant's performance appraisal. 
Conduct interviews & assist in screening process for new associates. 
Working with the Consultants, recommend client options to improve upon product competencies.
Follow-up w/ Consultants & Clients on + & - feedback & expedite service recovery when necessary.
Lead responsibility for 10/15 Associates. Ensure Consultant's effectively maintain client contact management DBs.
Make customers & their needs a priority focus of one's actions; develope & sustain productive customer relationships; take responsibility for customer satisfaction/loyalty.
Clearly convey info and ideas through a variety of media to individuals/groups in a manner that engages the audience and helps them understand/retain the message.
Facilitate the achievement of team goals; identify, develope and use collaborative relationships to facilitate team/organizational goal achievement.

Solution Center Team Lead

Solution Center Consultant III

Solution Center Consultant II

- Effectively communicate with clients and accurately document all client issues. Communication utilizing the ADP Call Management System.
- Deliver services within call center benchmarks as established by Client Services management. 
- Provide technical assistance to assigned client base regarding product capabilities. Perform routine research, issue resolution and effectively responds to client questions and concerns relating to ADP Products and Services. 
- Taking into account the client's level of product expertise and adjusts how service is delivered to ensure client satisfaction. 
- May perform special projects as determined necessary by Client Services management. Estimates time and cost of project and communicates this and expected timeframes to the client. 
- Follow standard process for obtaining proper client approvals.
- Recognize potential client technical and non-technical issues and escalate the issue to the appropriate technical consultant in a timely manner, based on established escalations processes. 
- Assume ownership for all inquiries made by the client until such time the issue is resolved to the client's satisfaction. Ensure issues are resolved in a timely manner. 
- Proactively communicate with the client base to ensure client satisfaction and retention, and that all current product features are being utilized and understood. 
- Participate in transitions to service (new clients or add on services). Comply with all transition standards and processes. 
- Follow up on Quality Surveys from assigned client base, for the supported ADP product(s) with the focus on improving the level of client satisfaction. 
- Ability to perform initial scope and identify add-on services and escalates as needed. 
- Edit customized interfaces to/from other products, testing and gaining client approval and sign-off. 
- Performs ADP Product upgrades successfully
- Responsible for identifying revenue opportunities based on criteria defined by management.

Solution Center Consultant I

Best Buy

Provide excellent customer service to ensure that every customer is contacted, that their needs are met based on their lifestyle needs, and encourage sales.
Responsible for handling customer service issues and save sales, keeping communication between customers, management, and department heads clear.
Able to handle technology needs on a wide scale and finding solutions to customer problems.
Lead a team of 4 customer specialists, while tracking sales goals, motivate the team, create innovations around our products and customers, and bring the expectations of management to fruition.
Work with small businesses get a start and act as a bridge between struggling entrepreneurs and the Geek Squad IT service. 
Order product that cannot normally be obtained through retail outlets as well as alleviate "tech stress" with the business owners and operators.

Customer Specialist

I am a family man with a strong work ethic. I always strive to be the best at what I do and that philosophy of striving to be better has never failed me. I have experience managing multiple team in multiple countries with the same goals of improving client experience and proactive engagement. I always want to be a productive member of the team and to bring out the same productivity and engagement in others.

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